The rise of workplace chat apps like Slack
means there could be fewer meetings clogging up your afternoons in the
office. But when communicating with colleagues virtually, it's more
important than ever to choose your words wisely.

"We
know that 55% of the message we convey is all about how we do it: our
voice, our tone," says Lena Koropey, founder of etiquette consulting
firm Gramercy Protocol. "Only 7% is the message itself."

How can you best communicate with your coworkers over chat or email? Check out these tips.

Get to the point

Whether
you're posting in a Slack channel or preparing to send a team-wide
email, being succinct is important. For emails, that means starting with
a clear and accurate subject line. It's also a good idea to update the
subject as the topic evolves if you're dealing with a long email thread.
"Keep it as brief as possible and be respectful," says Koropey.

Paying
attention to the conversation is also crucial to cutting down on inbox
clutter. "You don't want to be redundant," says Diane Gottsman, founder
of the Protocol School of Texas. "You want to be focused. You don't want
to ask the same question over and over again in a different way."

Don't use chat or email to address an important issue

Chatrooms
and emails can be great for tasks like scheduling meetings, doling out
assignments, and keeping colleagues up to date. But when it comes to
discussing a complex problem, especially with a subordinate's
performance, it's best handled in person or over the phone. "The more
human that you can be in that interaction, the better the outcome," says
Koropey.

Avoid using these words and phrases

When
discussing sensitive subjects, be it digitally or verbally, you'll want
to cut these words and phrases from your vocabulary. Use "I" instead of
"you" when providing feedback and pointing to a colleague's specific
behavior. Bring up your concern with a line such as: "My concern is..."
rather than "You messed up," says Gottsman.

If
you're hoping to highlight a coworker's achievements while also
bringing up concerns with their performance, Koropey suggests using the
word "and" instead of "but" to conjoin the two ideas. For example,
rather than saying "Your presentation was excellent, but you really need
to boost your numbers," try saying: "Your presentation was excellent,
and you really need to boost your numbers."

"Using
the word 'but' negates everything prior," says Koropey. Phrases like
"Don't take this the wrong way," and "It's not personal" harm more than
help, she says.

Be aware of the tone in your office

Chatting with a coworker in Slack can feel as casual as pinging a friend on Facebook
Messenger. But it's important to keep conversations professional, both
in chat and in email. Grammar and spelling are just as important in
brief conversations, even if you're writing informally, says Koropey:
"All of these details make a big impression about who we are."

That
pertains not only to how you communicate, but what you're saying, too.
Although it can be tempting to sway the conversation in a spontaneous
direction, you can risk wasting your colleague's time by doing so. "Stay
focused on what the message is," says Gottsman. "If it's business, you
keep it business-related."

What to do when a colleague isn't answering your emails or messages

If
there's a pressing issue to discuss and a remote worker isn't answering
his or her messages or emails, try contacting them through a different
medium. How you approach the situation should depend on how urgent the
issue is. Koropey says that if a person still hasn't answered their
messages after about two hours, it's appropriate to try calling them if
it's a time-sensitive matter.

But
a 24-hour period is reasonable amount of time to give for projects that
are less urgent, she says. "People are overwhelmed because they're on
multiple websites, getting bombarded at times," says Koropey. "That's
why we want to be mindful of what we share, how many people we reply to,
and just be considerate with [our] communication."

Lena Koropey, founder of Gramercy
Protocol, provides strategic business etiquette and communication skills
counsel to Fortune 100 companies and entrepreneurs, representing some
of the world’s most respected brands.

She recently addressed students at
RKYHS and, through her presentation, students gained an awareness about
the impact technology has on how we relate to one another. They learned
valuable tools on how to maximize communication in the digital age
while building relationships based on trust, mutual respect, kindness
and professionalism in diverse business and social settings.

The
interactive session built confidence and teamwork, increased
self-awareness, developed leadership and communication skills,
encouraged civility, and enhanced professionalism to help students
achieve their best.

The talk appealed to the various types
of learners. It covered the points above, from practical tips about
putting away gadgets before speaking to someone, to a greater awareness
of the impact our behavior has on others and how we can make the best
impression. It also covered the importance of human interaction and how
to navigate technology.

Want to Give Back? Here's What You Need to Know About Charitable Wedding Favors

"Donations in lieu of wedding favors
is a growing trend that speaks to a general desire to make a difference
in the world by giving back to the community," Lena Koropey, etiquette
expert and founder of Gramercy Protocol,
says. "It is a meaningful way to thank your guests for their presence,
and to share the spirit of kindness and helping others with them."

Your 2017 Guide to Year-End Tipping

"Federal regulations prohibit postal workers from accepting cash or gifts valued over $20," says Lena Koropey, owner of Gramercy Protocol.
"They can, however, accept retail gift cards up to $20. In this case, a
heartfelt note and a $20 gift card to Amazon, for example, would make a
great gift".

Join The Leader & The Muse host, Rasheryl McCreary, and her guest, Lena Koropey, to discover the power of your personal brand, and the 7 Essential Principles of Business Social Etiquette for Executives and Entrepreneurs, to help you "out-behave" the competition:

It was a sunny autumn afternoon in beautiful Gramercy Park, New York City. I was enjoying a moment’s rest on the sofa while reading Bloomberg Businessweek, to which I'd receiveda complimentary subscription for having completed my MBA. I'd always been fascinated with business and with the idea of starting my own company - it was only a question of what that business would be.

My background is in marketing communications, public relations, and branding for the luxury sector. I left my job working on the Product and Technology Communications team at Mercedes-Benz's corporate headquarters to study marketing and design at the Parsons School of Design. My colleagues thought that I was crazy to leave, since Mercedes is a remarkable company that values employees and invests in their professional development.

One colleague of mine gave me a memorable farewell card as a send-off. The card bore a vintage image of a woman at the bow of a sailboat, about to dive into the deep blue sea. I don’t recall exactly what the card said, but it was along the lines of, “Be courageous and dive deep into possibility.” The card resonated with me since I love the sea and since I was taking a leap of faith to follow my dreams.

It wasn’t until years later, after Parsons, after Voss water, and after Business School Lausanne - that I found myself on that sofa in Gramercy Park, flipping through Businessweek. And there it was: Etiquette School for Dummies! Actually, it was a three-page article bearing that title and describing the current need on the market for business etiquette training. The article contrasted Lee Iacocca, the polished "business magnate of yesteryear," with the hoodie-wearing Mark Zuckerberg of Facebook. I was captivated by the article, knowing that etiquette was a field where I could make a difference, applying my talents towards making the world a better place. I loved the idea that good behavior is good business.

The need to embrace civility in the workplace would become the cornerstone of my business. The concept of principled profitability inspired me: In the words of Dov Seidman, "our behavior is our greatest source of competitive advantage." I knew that I could help people "out-behave" the competition.

What percentage of business is lost to bad behavior? How many times have we shaken someone’s hand and found that he or she didn't make direct eye contact? How did that subtle behavior make us feel, and what do such subtleties communicate about who people are? The fact is, trust can be lost or gained on the basis of such interactions. I knew that I could help people be their best and do my part to bring the human element back to business. Isn’t it amazing that eighty-five percent of our job success is directly related to our people skills?

Reading the magazine article, I noticed that The Protocol School of Washington was featured. Within minutes I was on the phone to sign up for their next Corporate Etiquette and International Protocol Consultant course. The course was starting in two days, but the school graciously made an exception for me so that I could participate as a last-minute addition to the class.

Pamela Eyring, the School's President, taught my class. “This course is going to change your life,” she told us on our first day. She was right. It set me on my path to helping make the world a better place through business etiquette training.

Shortly after the course ended, I launched Gramercy Protocol and have spent the last several years building my business. Gramercy is derived from the French words, “grand merci,” meaning “with gratitude" - and the need to do things with gratitude is a value that drives my business. My logo features a key, to inspire people to unlock their potential.

I have had the pleasure of working with some of the world’s most respected brands, such as Daimler and Louis Vuitton, as well as prestigious universities. I have trained executives in areas such as: networking, presentation and public speaking, media training, personal brand image, dining etiquette, and international protocol.

My customized training programs focus on enhancing interpersonal communication skills while underscoring the importance of civility. I encourage my clients to take the time to connect with their customers and colleagues on a more human level - above and beyond electronic media.

I have also been fortunate to be featured on television and radio as a commentator on various etiquette topics. Inside Edition, Fox 5 News, WCBS-TV, NY1 Money Matters, and VoiceAmerica Business Network are among the platforms on which I've appeared. Just like the woman at the bow of the sailboat on that card, I took the leap, and dove deep. I am grateful that I have found my niche.

Lena Koropey is a 2010 Graduate of Train to be a Corporate Etiquette and International Protocol Consultant course | www.gramercyprotocol.com